A study of inter-departmental service delivery at APM seat division, Port Klang, Selangor / Wan Mazhilmi Wan Ramli

How service evaluations are influenced by the complexity of the service delivery process has not been adequately studied. To maximize the customer satisfaction, customer expectation and create strong customer relationship, a company must start thinking of internal customer service or in other words, their employees. At the same time, it is acknowledged that the evaluation of service delivery often depends on the so-called “service encounter’” or the time of interaction between service firm and customer. But, in this case, this is between staff from one department to other departments. Internal customer service (staff) can creates or influences other staffs emotion, and when other staffs are left frustrated with internal customer service experiences, it can impact company’s reputation over the long term. Therefore, this study try to investigate four factor that influence inter-departmental service delivery: attitude, skill, procedure and environment. Extensive research has been conducted in the field of traditional face-to- face encounters and the impact on the service delivery. Based on the research, 242 respondents have been used to test on the factor influences inter-departmental service delivery. The results of the frequency, reliability, cross tabulation, correlation coefficient and regression analysis-testing confirm the solidity of the measurement.